Customer & Product Intelligence Manager

EBSCO Industries Inc - Durham, NC3.7

EBSCO Health is part of EBSCO Information Services (EIS), a division of EBSCO Industries Inc. EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. EBSCO is a company that will motivate you, inspire you, and allow you to grow.

Customer & Product Intelligence Manager, EBSCO Health

The Customer & Product Intelligence Manager for EBSCO Health will be responsible for day to day management of service issue coordination, sales and implementation support and customer feedback related to Nursing & Allied Health content. The role encompasses key aspects of how the team connects, understands and relates to its users and decision makers. The role is critical in driving product improvement, customer satisfaction, and sales activity through creation of actionable communications, data and analysis. The Customer & Product Intelligence Manager will translate and explain what information means to and how it can be used by stakeholders including sales, product management, content production and editorial.

We are considering candidates who can work in one of our offices in Boston or Ipswich, MA, in Durham, NC, in Glendale, CA, or remotely.

Primary responsibilities

Serves as a strategic communication partner for sales team by providing details to customer/decision maker questions during sales process and post-sales implementation
Assists sales via telephone calls and occasional visits to customer sites as well as developing sales tools & providing product support to medical marketing team
Consult with Agile Product Managers, Product Owners and others to secure answers to product/platform questions
Manages the creation, formatting and distribution of sales and implementation support materials including product cross walks and topic lists
Coordinates all service issues from initiation to resolution for all assigned products through monitoring of NetCRM and other systems
Analyze service issue and usage data to identify underlying product and content issues and develop user insight to address customer needs
Designs, plans, implements, and evaluates focus groups, surveys, advisory board meetings, one-to-one interviews and other methodologies with end users and decision makers
Prepare reports of findings, illustrating data graphically and translating complex findings into written text

Required Qualifications

5+ years of relevant professional work experience
Experience with customer research approaches and methodologies, demonstrated by involvement in 2 minor and 1 major (> 6 participants) customer research initiatives
3+ years of direct experience working to support sales teams and sales efforts
Proficiency with NetCRM or similar customer relationship management software
2+ years of experience with web analytics tools, such as Google Analytics
Excellent verbal and written communication skills demonstrated by 2+ years of experience developing and delivering dynamic presentations
Proficiency in Microsoft Office applications (3 year minimum), including Word, Powerpoint, Excel.
2+ years working in a multi-tasking environment requiring the ability to handle multiple projects simultaneously

Preferred Qualifications

Experience within the healthcare market
Solid understanding of current authentication methods, search technologies (and approaches)
Data, analytics, usage, and telemetry experience and knowledge a plus

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.